Airline Schedule Change Coordinator
ALG Vacations (ALGV), part of the Hyatt family, is widely recognized for providing the industry's leading leisure travel experience to destinations worldwide. As North America's only vertically integrated travel, hospitality, and leisure management group, we can oversee all aspects of the vacation- from the moment a guest books a trip to the time they return home. Serving more than three million passengers annually, each of our highly respected brands offers unique benefits and a wide portfolio of destinations.
Grow your career as an Airline Schedule Change Coordinator with ALG Vacations. In this role, you will assist customers across all ALG brands whose flights have been impacted by an airline-initiated schedule change which alters their initial travel plans, interacting directly with customers and travel agents through inbound calls and emails as well proactively reaching out to them. You will also provide support to internal team members needing assistance with maneuvering through the GDS airline systems. You will process air changes in the airline computer system via queues and the ALG reservation system as well as work directly with the airline partners to confirm changes as needed. You will perform these functions in adherence to company guidelines and upholding revenue expectations while showing compassion for our customer's situation and working to ensure their satisfaction in a resolution.
A successful Airline Schedule Change Coordinator will:
- Answer calls and emails via InContact phone system for schedule change skills assigned
- Utilize all airline computer systems to review PNR's, sell flights, price options, and work queues
- Utilize ALG reservation system to enter comments, send confirmations and update flight changes
- Inform Supervisors of customer issues impacting delivery of end-to-end service
- Provide feedback to Supervisors on escalation issues or feedback on system errors
- Work with other departments as needed to resolve schedule change issues when required
- Work with airline partners via email and phone to confirm or inquire on schedule change options
- Provide assistance via an internal phone queue to team members needing assistance with airline systems
- Meet established metrics
- Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving
- Maintain informational sheets for airline processes and other tracking sheets as needed
- Assist Service Skyteam customers on voluntary and involuntary changes
- Additional duties as assigned
Requirements:
- High school diploma or general education degree (GED); and at least one-year related experience and/or training; or equivalent combination of education and experience
- Experience with an airline system preferred
- Knowledge of MS office
- Experience with internal reservation systems a plus
- Strong understanding of customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
- Ability to problem solve including identifying the issue and reviewing releated information to develop and evaluate options
- Ability to work independently and as part of a team
- Detail oriented
- Active listening skills
- Strong judgement and decision-making skills considering the relative costs and benefits of protentional actions and the ability to choose the most appropriate one
- Superior communication skills, both verbal and written
About ALG Vacations:
It all begins when our client's book with ALG Vacations. We keep our standards as high as our passion for travel, working together with our agents to ensure every client's vacation exceeds every expectation. We are an industry innovator that combines the expertise of many different brands.
ALG Vacations consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across multiple segments, comprising:
- Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
- Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
- Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
- Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.
Since 2021, ALG Vacations has been part of the Hyatt family. At Hyatt, we believe in the power of belonging and creating a culture of care where our colleague's become family. Our colleagues and our guests have been at the heart of our business since 1957 and helped Hyatt become one of the best and fastest-growing hospitality brands in the world.
As we continue to grow our business together, we never lose sight of what's most important: Our People. We turn trips into journeys, encounters into experiences and jobs into careers.
To learn more about ALG Vacations: https://alg.www.vaxvacationaccess.com/about-us/
Our Values
At ALG Vacations, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:
Empathy • Well Being • Inclusion • Integrity • Respect • Experimentation
Our Commitment to Diversity & Inclusion
Being part of ALG Vacations and the Hyatt family means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We are committed to diversity across the board-from who we hire and develop, organizations we support, and who we buy from and work with.
*Add benefit information & EEO/AA statement on postings if applicable
We're proud to offer exceptional corporate benefits which include:
- Travel Perks and Benefits for both ALG Vacations and Hyatt
- Medical, Dental and Vision Insurance
- Basic Life Insurance
- Short- & Long-Term Disability
- Paid Parental Leave
- Corporate Wellness Program
- Travel Discounts & Deals
- Paid Time Off & Holidays
- 401(k) Plan with Company Match
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.
ALG Vacations (ALGV), part of the Hyatt family, is widely recognized for providing the industry's leading leisure travel experience to destinations worldwide. As North America's only vertically integrated travel, hospitality, and leisure management group, we can oversee all aspects of the vacation- from the moment a guest books a trip to the time they return home. Serving more than three million passengers annually, each of our highly respected brands offers unique benefits and a wide portfolio of destinations.
Grow your career as an Airline Schedule Change Coordinator with ALG Vacations. In this role, you will assist customers across all ALG brands whose flights have been impacted by an airline-initiated schedule change which alters their initial travel plans, interacting directly with customers and travel agents through inbound calls and emails as well proactively reaching out to them. You will also provide support to internal team members needing assistance with maneuvering through the GDS airline systems. You will process air changes in the airline computer system via queues and the ALG reservation system as well as work directly with the airline partners to confirm changes as needed. You will perform these functions in adherence to company guidelines and upholding revenue expectations while showing compassion for our customer's situation and working to ensure their satisfaction in a resolution.
A successful Airline Schedule Change Coordinator will:
- Answer calls and emails via InContact phone system for schedule change skills assigned
- Utilize all airline computer systems to review PNR's, sell flights, price options, and work queues
- Utilize ALG reservation system to enter comments, send confirmations and update flight changes
- Inform Supervisors of customer issues impacting delivery of end-to-end service
- Provide feedback to Supervisors on escalation issues or feedback on system errors
- Work with other departments as needed to resolve schedule change issues when required
- Work with airline partners via email and phone to confirm or inquire on schedule change options
- Provide assistance via an internal phone queue to team members needing assistance with airline systems
- Meet established metrics
- Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving
- Maintain informational sheets for airline processes and other tracking sheets as needed
- Assist Service Skyteam customers on voluntary and involuntary changes
- Additional duties as assigned
Requirements:
- High school diploma or general education degree (GED); and at least one-year related experience and/or training; or equivalent combination of education and experience
- Experience with an airline system preferred
- Knowledge of MS office
- Experience with internal reservation systems a plus
- Strong understanding of customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
- Ability to problem solve including identifying the issue and reviewing releated information to develop and evaluate options
- Ability to work independently and as part of a team
- Detail oriented
- Active listening skills
- Strong judgement and decision-making skills considering the relative costs and benefits of protentional actions and the ability to choose the most appropriate one
- Superior communication skills, both verbal and written
About ALG Vacations:
It all begins when our client's book with ALG Vacations. We keep our standards as high as our passion for travel, working together with our agents to ensure every client's vacation exceeds every expectation. We are an industry innovator that combines the expertise of many different brands.
ALG Vacations consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across multiple segments, comprising:
- Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
- Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
- Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
- Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.
Since 2021, ALG Vacations has been part of the Hyatt family. At Hyatt, we believe in the power of belonging and creating a culture of care where our colleague's become family. Our colleagues and our guests have been at the heart of our business since 1957 and helped Hyatt become one of the best and fastest-growing hospitality brands in the world.
As we continue to grow our business together, we never lose sight of what's most important: Our People. We turn trips into journeys, encounters into experiences and jobs into careers.
To learn more about ALG Vacations: https://alg.www.vaxvacationaccess.com/about-us/
Our Values
At ALG Vacations, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:
Empathy • Well Being • Inclusion • Integrity • Respect • Experimentation
Our Commitment to Diversity & Inclusion
Being part of ALG Vacations and the Hyatt family means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We are committed to diversity across the board-from who we hire and develop, organizations we support, and who we buy from and work with.
*Add benefit information & EEO/AA statement on postings if applicable
We're proud to offer exceptional corporate benefits which include:
- Travel Perks and Benefits for both ALG Vacations and Hyatt
- Medical, Dental and Vision Insurance
- Basic Life Insurance
- Short- & Long-Term Disability
- Paid Parental Leave
- Corporate Wellness Program
- Travel Discounts & Deals
- Paid Time Off & Holidays
- 401(k) Plan with Company Match
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.
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